What are the responsibilities and job description for the Group Concierge/Event Coordinator position at City Experiences By Hornblower?
City Experiences is seeking a Group Concierge/Event Coordinator for our City Cruises operation in Baltimore, MD
About You:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
About the Opportunity:
The successful Group Concierge will help drive the post-purchase process for our group guests, developing strong rapport
while handling the vital details of the group business. Along with coordinating the logistics for the event, the group
concierge will drive upsell potential, increasing the average order value of each order they oversee. This position
will report to the General Manager or the Senior Concierge Manager depending on port-specific needs.
Essential Duties & Responsibilities:
- Develop a comprehensive knowledge of all regional vessels, products and enhancements.
- As directed, take the lead on post-contract follow-ups including passenger count adjustments and
- Successfully upsells existing guests to higher-value options and enhancements.
- Follows City Cruises guidance on when and how to follow up with clients to present revenue generation
- Handle objections as they arise by using vast product knowledge.
- Ability to maintain a flexible weekly schedule, including night and weekend demand while conducting site
- Serve as a resource for the sales team, including conducting site visits, greeting clients upon boarding to
- Serve as the primary point of contact for client post-booking, including conducting site visits and
- Be present during highly detailed events and serve as the liaison between sales and operations
- High attention to detail, including complete and accurate product details are communicated to the
- Ability to manage a minimum of 50 events per month, including handling all details for the cruise.
- Develops strong rapport with the guest, thanking the guest for their business, gaining feedback, asking
- Work with the General Manager and Director of Sales to resolve all guest issues in a timely manner.
- Manage all administrative and operational activities (including payment collection) to enhance the
- Answer all post-booking inquiries, leveraging deep understanding of vessel, products, enhancements,
- Ensure guests are billed correctly (including payment collection) for all extra services provided
- Document guest interactions in Salesforce, emphasizing detailed notes and task management, and
- Compile necessary reports for bi-weekly meetings, ensuring all cruise details are visible for the sales
Additional job duties assigned.
Requirements & Qualifications:
as an event coordinator.
- Communicate effectively in oral and written form.
- Maintain a high level of organization & be detail-oriented.
- Handle multiple tasks/projects at one time.
- Establish and maintain effective working relationships as required by job responsibility.
- Listen effectively, assesses the situation, determine relevant issues, & suggest solutions.
- Work with Microsoft Office applications (especially Word, Excel, PowerPoint).
- Must be able to work a flexible schedule, including nights and weekends to accommodate
About Us:
City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25 brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.
Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.
We encourage qualified applicants with arrest and conviction records to apply.
